AltiGen comm MAXCS 88 MaxAgent Manual

							MaxAgent Manual 55 Information includes: the workgroup number, the workgroup 
name, whether you are logged in or logged out, the number of 
calls in queue, the calls in queue greater than the service level, the 
longest queue time, new voice mails, the number of agents logged 
in to each group, total agents busy, total agents not available, and 
% of calls that exceed threshold.
Viewing Your Workgroup Performance
Click the Performance tab to view statistics on your workgroup 
calls and direct calls. The data is collected from midnight.
If you have been removed from a workgroup by the system 
administrator, all your statistics related to that workgroup will also 
be removed from the Performance tab. The statistics on this tab 
are cleared if the system is reset. 
						

							56MaxAgent Manual Much of the data reported here is also reported in the Supervisor’s 
view of group statistics and is further discussed in “Viewing Group 
Statistics” in the MaxSupervisor Manual.
Click the Export button to export the statistics as a .csv (comma-
separated values) file.
Click the Print button to print the statistics.
Viewing Queues
Click the WG Queue tab to view the calls in queue for the 
monitored workgroups. You can export the data to a .csv file (click 
the Export button), and you can print the data as a WG Queue 
Report (click the Print button).
These are the fields on the WG Queue tab:
•ID — Call ID in the queue of one workgroup. The ID is unique 
within a workgroup, but may be repeated in all workgroups.
•Group — Workgroup name or workgroup number
•Queue Time — Duration of the call in queue (for Callback 
calls, this is the time the call has been in the current queue)
•Priority Queue Time — Duration the call has been in queue 
at the current priority level. Priority queue time is reset to 0 
when the call’s priority is promoted to a higher level. (For 
Callback calls, this is the time the call has been in the current 
queue at the current priority level.) 
						

							MaxAgent Manual 57
•Caller ID, Caller Name (if available), DNIS — For Callback 
calls, the Caller ID and the Caller Name entries are for the 
current call, not the original call. For Callback calls, the DNIS 
entry is for the original call.
•Priority — The priority level assigned to the call. For Callback 
calls, the priority is carried forward from the original call, then 
is escalated or de-escalated based upon the target 
workgroup’s rules.
•SKLR — Skill level required. For Callback calls, the SKLR is 
carried forward from the original call, then is escalated or de-
escalated based upon the target workgroup’s rules.
•Type — Queue call type
If your workgroup is a target workgroup for handling Callback 
calls, you will see the following additional fields. By default, these 
fields are hidden. You can display them by right-clicking a column 
heading.
•Original Caller ID — The original call’s Caller ID
•Original Caller Name —The original caller’s name
•Original Group — The workgroup where the caller chose the 
Callback option
Pick Up Calls from Queue
To pick up a call from a workgroup queue, click on the queued call 
and click the Pickup Call button. If you are connected to a caller, 
the current call will be put on hold and the queued call is 
connected.
Note:This feature must first be enabled by the system 
administrator. 
						

							58MaxAgent Manual
Using ActiveX Control with Third Party 
Applications
The MaxAgent ActiveX Control Object is an ActiveX Object. It 
works with MaxAgent by getting call-related information from 
MaxAgent, which acts as a server. Based on the call information, 
MaxAgent will implement corresponding actions, such as popping 
up corresponding customer information and logging Caller ID into 
a database. For more information on using ActiveX with MaxAgent, 
refer to the “MaxAgent ActiveX Programmer’s Guide.”
Using MaxAgent with Polycom Phones
The MAXCS clients have improved integration with Polycom 
phones; you can perform many actions via your Polycom phone or 
via MaxAgent (or another client). For example, you can do the 
following:
•Use additional methods to transfer calls
•Use additional methods to join conference calls and to initiate 
ad-hoc conference calls
•Configure various Polycom auto-answer options
Some of these extra features require a Polycom Advanced 
Features license; some features are available only on certain 
models of Polycom phones.
Refer to the MAXCS Polycom user guides for instructions on how 
to configure Polycom features. The user guides for the various 
Polycom models can be found on AltiGen’s MAXCS web site, at 
http://maxcs.com/support/current-manuals. Click here
 to open 
that page. 
						

							MaxAgent Manual 59
CHAPTER 5
Configuring MaxAgent
Using the MaxAgent Configuration window, you can configure the 
following behaviors and options:
•General Info — password, default trunk access, and other 
general settings.
•Call Handling — forwarding, busy call, and no-answer call 
handling; call waiting; number of rings before forwarding; 
automatic answering.
•One Number Access (ONA) — forwarding of specific 
incoming calls. 
•Message Notification — how and when you want to be 
notified about incoming voice messages.
•Call Alerts — screen pops and audio beeps.
•Playing voicemail — through handset or soundcard.
•Integration — integrating with a supported CRM.
•Display Customization — tab layout and theme selection.
•IPTalk — IPTalk settings.
•Log — enabling a log to be created for IPTalk and for this 
application (MaxAgent) to trace errors
Note:Some options may not be available to you. 
Click the Configuration button in the upper right of the MaxAgent 
main window to configure these options.
In the Configuration window, click Apply or OK to save your 
changes:
•Apply saves your changes and lets you continue in the 
Configuration window.
•OK saves your changes and closes the Configuration window.
General Information
The General Info screen lets you edit your password and 
configure the following general settings for MaxAgent. 
						

							60MaxAgent Manual You can configure these general settings:
•Default Trunk Access — The trunk access codes are defined 
by the system administrator. When you get an incoming call 
over multiple trunks and cannot issue a return call, the system 
will automatically select the default trunk access code to place 
your call.
•Enable Smart Tag — If you check this option, two things 
happen:
•In Internet Explorer, a dotted underline will appear under 
telephone numbers. You can click the number to make the 
call. The number will look like this:
•In Microsoft Office programs (Office 2003 and 2007), a 
Smart Tag action icon will appear by a phone number. From 
the Smart Tag’s drop-down menu, you can select Dial By 
MaxClient.
Whether the call is made automatically or the number is 
simply placed in the dialer box depends on how you set Auto-
Dial (see below).  
						

							MaxAgent Manual 61 The Microsoft programs in which you want to use this option 
must be open when you set the option. After checking Enable 
Smart Tags, you need to close and reopen Internet Explorer 
and the Microsoft Office programs. Then you must configure 
your Microsoft Office programs to display the Max Smart Tag, 
as follows.
Configuring Microsoft Office Programs To Display the 
Max Smart Tag
1. In each Microsoft Office program in which you want to use this 
feature, select Tools > AutoCorrect Options, and click the 
Smart Tags tab. The following figure shows the AutoCorrect 
dialog box in Excel.
2. Check Label Data with Smart Tags, and check Max Smart 
Tag.
3. Click OK.
Enabling the Max Smart Tag in Internet Explorer 
You can enable and disable the Max Smart Tag in Internet 
Explorer. In IE, go to Tools > Manage Add-ons. The Manage 
Add-ons dialog box opens: 
						

							62MaxAgent Manual To enable or disable the MaxIESmartTag, select it and click the 
Enable or Disable button at the bottom of this dialog box (not 
shown in figure).
Select-n-Dial
Select-n-Dial lets you select a phone number from any window, for 
example, Internet Explorer, Microsoft Word, Excel, Notepad, and 
so on, and then press the keys you define here to dial that 
number. To set up this option, 
1. Check the Select-n-Dial check box.
2. Select a combination of keys as your shortcut: Select one key 
from the drop-down list. (You can select from 0-9, A-Z, and 
F1-F12.) In addition, check either Ctrl, Alt, or Shift or a 
combination of these keys. For example, your shortcut might 
be Ctrl+F2 or Alt+Shift+k. Make sure the shortcut you define 
is not the same as a shortcut being used in any other program 
you’re likely to have running.
3. Click Apply.
You can use this option in conjunction with Auto-Dial, described 
next. 
						

							MaxAgent Manual 63
Enable Auto Dial
If you check this box, any phone number you dial using a Smart 
Tag or the Select-n-Dial method is dialed automatically. The phone 
number appears in the Number column and the state column 
displays Ringing.
If this box is not checked, then a phone number selected by the 
Smart Tag method or the Select-n-Dial method is displayed in the 
MaxAgent dialer, and you need to click the Connect button to 
make the call.
Release Link Tie (IP Trunk)
When checked, clicking the Transfer button will automatically 
send “FLASH *” to release a tie trunk if the incoming call is through 
an IP trunk. (Option is disabled by default.)
Important!Before checking this check box, see your phone system 
administrator. If your company is using multiple 
systems and the tie trunk feature, the administrator 
needs to have used Enterprise Manager to 
synchronize the systems. Otherwise this feature will 
not work.
Note:The call being transferred must originate from a supported 
version of MaxCS.
Disable Auto Format
If the MAX Communication Server’s country code is US/Canada, 
MaxAgent automatically adds the long distance/international 
dialing prefix (corresponding to the server’s country code) when 
returning a call from voice mail or when making a call from the 
History tab. If this is not right for your situation, check Disable 
Auto Format.
If the MAXCS server’s country code is not USA/Canada, MaxAgent 
displays the check box Insert long distance/international 
dialing prefix. When checked, MaxAgent will add the long 
distance/international dialing prefix (corresponding to the server’s 
country code) when returning a call from voice mail, or when 
making a call from call history. If the MAXCS server’s country code 
is USA/Canada, this check box is not displayed. 
						

							64MaxAgent Manual
Workgroup Key Status Refresh Interval
When MaxAgent is shrunk to a strip at the top or bottom of the 
screen, the number of calls in queue and longest queue time are 
shown, along with the name and number of the workgroup with 
which they are affiliated. Specify here how often you want this 
data refreshed. 
Use Polycom Phone to Make or Answer Calls
You can configure MaxAgent to use your Polycom phone to place 
calls and answer calls, via the Use Polycom phone to make or 
answer calls option. 
Refer to the MAXCS Polycom user guides for instructions on how 
to configure this option, along with other Polycom features. The 
user guides for the various Polycom models can be found on 
AltiGen Communication’s MAXCS web site:
http://maxcs.com/support/current-manuals/
.
Call Handling
Click the Call Handling tab in the Config window to configure 
incoming call handling for your extension.